Hi Joanne,

It's great to see you're using the Email Manager! In the Email Manager profile that is being used, what settings have you defined for handling of email attachments?

This is the screen you'll need to check:

 

If you have the checkbox "Only add email attachments under this size" checked, it will exclude attachments over the size specified in the dropdown menu to it's right. Some of our clients find it more convenient to just have the first option checked to "Always add the email attachments to the HelpMaster Job or Action". If you only have this selected, make sure your attachments storage location is on a drive large enough to handle all your attachments.

Let me know if this is helpful!

 

Scott

Hi Scott,

We have the "always add" button selected. Attachments that are shown as attachments on the email are added fine.

The attachments within the email (embedded) - e.g. where someone has pasted a screen shot etc into the actual body of the email, are the ones that sometimes get attached as attachments to the job and sometimes ti doesn't. I am thinking the times it doesn't may be because they are acutally tables and not an embedded object? Would this makes sense?

Thanks
Joanne

Hi Joanne,

Embedded images should be picked up by the Email Manager and included as graphical attachments to the job.

If some embedded images are being logged, and other are not, we would be interested to find out which ones are not. Would it be possible to forward some of the email that contain embedded images that are not being attached via the Email Manager to support@prd-software.com.au

This will help us track down the issue.

Thanks,

Rod

Hi,

I've just emailed support with an example - however looking into it I think that the email does not in face contain an embedded object - it contains formatted text in a table which gave the impression to help text that it should have attached!

So I think that might be the answer to the problem.

Joanne